Guests Relations Officer

About the role

Ellasot Consulting is recruiting a full-time Guests Relations Officer for a hospitality position based in Port Harcourt, Rivers State. The role welcomes guests, handles reservations and provides friendly, professional assistance throughout their stay. Only candidates residing in Port Harcourt will be considered.

Key responsibilities

• Welcome guests warmly and give professional assistance throughout their stay
• Handle room reservations, booking confirmations, cancellations and modifications
• Respond promptly to guest inquiries by telephone, email and in person, giving accurate information on facilities, services, rates and packages
• Assist with check-in and check-out procedures when required
• Coordinate concierge services such as transportation, restaurant bookings and local recommendations
• Handle complaints professionally and escalate unresolved issues to the supervisor
• Maintain guest records, reservation details and service request logs
• Liaise with housekeeping, front desk, maintenance and other departments
• Monitor guest satisfaction and follow up on requests
• Process reservations and payments according to company policy, where applicable
• Support special requests, VIP arrivals and guest activities, and prepare reports on reservations, feedback, complaints and service issues

Required profile

• Minimum of an OND in Hospitality Management, Tourism, Business Administration or a related field
• Previous experience in guest relations, hotel reservations, front office or customer service is an advantage
• Good verbal and written communication and strong customer service and interpersonal skills
• Excellent organization, attention to detail and calm handling of complaints
• Professional appearance, courtesy, patience and a positive attitude
• Ability to work shifts, weekends and public holidays as required

Required skills

• Basic computer skills
• Familiarity with reservation or property management systems is an advantage